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常见问题


HELP! NEED ASSISTANCE. WHO CAN I APPROACH?


We are happy to help! You could refer to our informative FAQ for details, or feel free to reach us via email us at customercare@superfacestudio.com. Our Customer Service Team will do their best to help you out!



DO I NEED TO SET UP AN ACCOUNT TO PLACE ORDER?

You can shop at superfacestudio.com without creating an account.
 However, register with us and you’ll be able to enjoy the following benefits
+Track your orders and review past purchases
+Request a return or exchange directly from your account
+Add sold out items and products you love to your Wish List
+Save your address and card details so you can shop even quicker next time


  • HOW DO I PLACE AN ORDER?

    Once you have selected your item(s), click on the ADD TO SHOPPING BAG button. At this stage, you can proceed to checkout or continue shopping.

    You can preview your product selections at any time by clicking on the YOUR SHOPPING BAG icon. Items can be deleted at any time by clicking REMOVE. In the chance that an item in your SHOPPING BAG sells out as you continue shopping, your SHOPPING BAG will automatically indicate that the item is no longer available.

    *Because product availability is not guaranteed until items are purchased, it is possible for an item to become unavailable while it is in your shopping bag. If an item becomes unavailable, you will be prompted to remove it from your shopping bag before completing your order.

    Happy shopping!


    HOW DO I CREAT AN ACCOUNT?

    Step 1: Please click on “MY ACCOUNT” on the top right hand corner of any page, and select “REGISTER”.
    Step 2: Fill in your details as requested.
    Step 3: Click “SUBMIT”.

    It’s that simple! Registration should now be completed and you should receive a confirmation email to the email address you registered with.


    IS MY PERSONAL INFORMATION KEPT PRIVATE?

    Please be assured that your personal information is kept private and confidential. For more information, please read our “PRIVACY POLICY”.


    I'VE FORGOTTEN MY PASSWORD - WHAT SHOULD I DO?

    To re-set your password, follow the “FORGOTTEN PASSWORD” instructions on the SIGN IN page.


    HOW CAN I BE NOTIFIED OF THE LATEST DISCOUNT AND PROMOTION?

    The best and fastest way to receive the latest updates from us is to subscribe to our newsletter!

    Simply scroll to the bottom of any page and fill in your email address in the available email field on the right with your preferred email address!

    You can also stay tuned to our promotions via our Social Media updates on our Facebook google+, weibo and Push Notifications sent to your mobile phone – get down to shopping while you’re on the go!

    *Terms and conditions apply, as indicated on the voucher newsletter.


    CAN I STILL CHANGE MY ADDRESS, OR CANCEL My ORDER, AFTER MY  ORDER IS CONFIRMED?

    If you have realised an error in your order or changed your mind shortly after placing your order, please contact our Customer Service Team via email at customercare@superfacestudio.com and we will try to modify the address or cancel your order accordingly, as long as your order has yet to be shipped out from the warehouse. Please note however that we are unable to apply a voucher code or any further discounts or change your order item after an order has been placed.

    If more than two hours have passed, chances are good that your order is ready to be shipped! In any case, please give us a call for further assistance as soon as possible.


    WHAT PAYMENT METHODS DOES SUPERFACE ACCEPT AND IS IT SAFE TO USE MY CREDIT CARD ONLINE?

    We accept payments through PayPal and credit card of Visa, Master, American Express via PayPal payment system for orders.

    By placing an order using one of the above Credit/Debit card payment methods, you confirm that the Credit/Debit card(s) used is yours or that you have been authorised by the owner to use it. If your card issuer refuses to authorise payment to superface, we will not be liable for any delay or non-delivery.

    Payment will only be debited and cleared from your account once your order has been accepted and dispatched.

    Our payment processes through PayPal system meet the stringent international security standards set down by the Payment Card Industry to make your shopping experience safe and secure. If you have registered an account on the Site and have decided to save your card details with us, your details will be fully encrypted, solely used to process card transactions that you have initiated and securely stored on our systems. In the absence of negligence on our part, we will not be liable for any loss you may suffer if any third party procures unauthorised access to any data you provide when using our Services.


    WHICH COUNTRIES DOES SUPERFACE SHIP TO?

    ships to countries as listed below:
    United Kingdom
    United States
    Australia
    Canada
    China
    France
    Germany
    Hong Kong
    Japan
    Macau
    + Malaysia
    + New Zealand
    + Singapore
    + South Korea
    + Spain
    + Taiwan ROC
    + Thailand


    WHAT IS YOUR SHIPPING POLICAY?

    We endeavour to dispatch all products ordered within 48 hours after the order has been placed and accepted by us. You will be given an indication of the expected delivery time when you place your order online.The delivery time estimate depends on the availability of the items at the warehouse, our courier partners’ dispatching schedules and routing, as well as traffic and weather conditions.

    There is a flat fee of HKD40 for shipping within HK. Shipping is FREE on orders above HK$300 in Hong Kong.

    For overseas shipping cost and delivery time, please refers to Shipping Cost & Delivery Time


    HOW LONG DOES DELIVERY TAKE, AND HOW MUCH WILL IT COST?

    For information on delivery and shipping charges to your destination, view our Shipping Cost & Delivery Time


    HOW MUCH DUTIES AND TAXES WILL I HAVE TO PAY?

    Taxes and duties are calculated according to your shipping destination. Besides Hong Kong, we 
ship as DDU (Delivery Duty Unpaid) destination, the product prices displayed are exclusive of all taxes and duties. So once your order arrives at its destination you will be required to pay all import duties, customs and local sales taxes levied by the country you are shipping to, in order to release your order from customs.
 Please view Delivery Duty Unpaid (DDU)

    our shipping information in more detail.


    DOES SUPERFACE SHIP TO MULTI ADDRESS?

    We are only able to deliver to one address per order. If you would like to send your purchases to multiple addresses, we suggest that you place a separate order for each destination.


    WHAT IS YOUR RETURN POLICY?

    We are unable to accept return or exchange of any merchandise.  For more information, please email our Customer Care team via email customercare@superfacestudio.com


    I HAVE RECEIVED AN INCORRECT / MISSING / DEFECTIVE ITEM IN MY ORDER. WHAT SHOULD I DO NOW?

    We are very sorry that this happened! We do our best to ensure that all products are of a high quality and the right orders are delivered before they leave the warehouse. In the unlikely event that your item has a defect or has been delivered wrongly, please contact us in respect of any Defective Merchandise immediately by emailing the Customer Care team at customercare@superfacestudio.com with the following information:

    1) Your order number.
    2) The matter of the issue e.g. incorrect/missing/defective item.

    3) Pictures, if applicable.

    superface reserves the right to request photographic support regarding Defective Merchandise before authorising a return.


    CAN I SHIP INTERNATIONALLY?

    Yes, superface ships internationally. Please refer to SHIPPING COST & DELIVERY TIME


    HOW CAN I FIND THE STATUS OF MY ORDER?

    You can find the status of a particular order and view your order history on the order status tracking page.